Exam Code: MB2-718
Exam Name: Microsoft Dynamics 365 for Customer Service (MB2-718日本語版)
Certification Provider: Microsoft
Corresponding Certification: Microsoft Dynamics 365
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What is the duration of the MB2-718 Exam

  • Length of Examination: 150 minutes
  • Format: Multiple choices, multiple answers
  • Passing Score: 700/1000
  • Number of Questions: 45-60

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Reference: https://www.microsoft.com/en-us/learning/exam-mb2-718.aspx

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Microsoft MB2-718日本語 Exam Syllabus Topics:

SectionObjectives
Topic 1: Configure Microsoft Dynamics 365 for Customer Service- Set up and configure customer service applications
  • 1. Manage security roles and business units
    • 2. Configure service management settings
      • 3. Configure system settings and preferences
        Topic 2: Reporting and analytics- Customer service reporting
        • 1. Monitor service performance metrics
          • 2. Use dashboards and reports
            Topic 3: Knowledge management- Knowledge base configuration
            • 1. Create and publish knowledge articles
              • 2. Search and use knowledge articles
                Topic 4: Manage cases and service requests- Service level management
                • 1. Configure SLAs
                  • 2. Track SLA compliance
                    - Case lifecycle management
                    • 1. Escalate and resolve cases
                      • 2. Create and manage cases
                        • 3. Route cases using queues
                          Topic 5: Omnichannel and service automation- Service automation tools
                          • 1. Automate workflows for service cases
                            • 2. Configure routing rules

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